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Title
Text copied to clipboard!Product Support Specialist
Description
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We are looking for a dedicated and knowledgeable Product Support Specialist to join our team. In this role, you will be responsible for providing technical support and assistance to our customers, ensuring they have a positive experience with our products. You will work closely with our development and product teams to resolve issues, answer questions, and provide guidance on product usage. The ideal candidate will have strong problem-solving skills, excellent communication abilities, and a deep understanding of our products and services. You will be the first point of contact for our customers, so a friendly and professional demeanor is essential. Your goal will be to ensure customer satisfaction and to help our customers get the most out of our products. This position requires a proactive approach to identifying potential issues before they become problems and a commitment to continuous learning and improvement. If you are passionate about technology and enjoy helping others, we would love to hear from you.
Responsibilities
Text copied to clipboard!- Provide technical support to customers via phone, email, and chat.
- Diagnose and troubleshoot software and hardware issues.
- Document and track customer issues using our ticketing system.
- Collaborate with the development team to resolve complex issues.
- Assist customers with product setup and configuration.
- Create and update support documentation and FAQs.
- Conduct product training sessions for customers.
- Monitor product performance and report any issues to the product team.
- Provide feedback to the product team on customer needs and pain points.
- Participate in regular team meetings and training sessions.
- Maintain a high level of customer satisfaction.
- Escalate unresolved issues to the appropriate internal teams.
- Stay up-to-date with product updates and new features.
- Assist in the development of support policies and procedures.
- Provide after-hours support as needed.
Requirements
Text copied to clipboard!- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 2+ years of experience in a technical support role.
- Strong problem-solving skills and attention to detail.
- Excellent verbal and written communication skills.
- Ability to work independently and as part of a team.
- Experience with ticketing systems and customer support software.
- Knowledge of our products and services.
- Ability to manage multiple tasks and priorities.
- Strong customer service skills.
- Proficiency in Microsoft Office Suite and other relevant software.
- Familiarity with remote desktop applications and help desk software.
- Ability to explain technical concepts to non-technical users.
- Experience with product training and documentation.
- Ability to work under pressure and meet deadlines.
- Willingness to work flexible hours, including evenings and weekends.
Potential interview questions
Text copied to clipboard!- Can you describe a time when you successfully resolved a complex technical issue for a customer?
- How do you prioritize and manage multiple support tickets?
- What strategies do you use to stay up-to-date with product updates and new features?
- How do you handle difficult or frustrated customers?
- Can you provide an example of how you have contributed to improving support processes or documentation?
- What experience do you have with remote desktop applications and help desk software?
- How do you ensure clear and effective communication with customers and internal teams?
- Describe a situation where you had to escalate an issue to a higher-level team. How did you handle it?
- What steps do you take to diagnose and troubleshoot software and hardware issues?
- How do you balance providing excellent customer service with meeting support metrics and deadlines?
